MDwise receives international recognition for customer service excellence

6/28/2016
 
INDIANAPOLIS – MDwise was recently recognized as runner-up for the Best Medium Contact Center by International Contact Management Institute (ICMI), during its annual Global Contact Center Expo and Conference in Long Beach California in May. This is the third year in a row MDwise has won an international award for Customer Service Excellence.
 
MDwise earned the award based partly on feedback received in a member survey conducted by the organization. In the survey, 95 percent of members said they would recommend MDwise to a friend or family member. Additionally, 92 percent of members reported being treated with courtesy and respect by customer service. In addition, MDwise demonstrated to the ICMI judges its understanding and utilization of MDwise’s core values and mission as well as the Advanced Principles of Effective Contact Center Management.
 
“I am very proud of our customer service team for the tremendous job they do daily advocating for and communicating with our members,” said Cesar Martinez, president and CEO of MDwise. “Our corporate values include delivering consistent, high quality, compassionate care, and our call center team plays a large role in ensuring we deliver on this promise. It’s wonderful to see them recognized on an international level.”
 
“The ICMI Global Contact Center Award ceremony is always a wonderful celebration of the industry’s best and brightest talents and this year’s event was no exception,” said Justin Robbins, community director at ICMI. “This year’s finalists emerged from a record sized number of entrants and battled a particularly fierce field of competition. They represent nothing short of excellence and are truly pioneers in the contact center industry. It was my honor to celebrate with all of the finalists and I’m excited to watch each of them thrive in this new era of customer experiences.”
 
Details about ICMI Global Contact Center Awards and the lists of winners are available at http://www.icmi.com/Resources/Contact-Center-Awards/Finalists-Winners.   

About International Customer Management Institute
The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. ICMI is a part of UBM plc (www.ubm.com), a global events-led marketing services and communications company. 

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About MDwise

MDwise is an Indiana-licensed nonprofit health maintenance organization offering health care benefits to 300,000 Medicaid members. Since 1994 MDwise has provided access to compassionate, high-quality, coordinated health care and education to Medicaid members in communities throughout Indiana.
 
MDwise is a provider-owned health plan with a large network of doctors, specialists and hospitals located throughout the state. By meeting the basic requirements of the National Committee for Quality Assurance’s (NCQA’s) rigorous standards for consumer protection and quality improvement, MDwise was awarded NCQA’s accreditation status of Accredited for service and clinical quality. Ninety-seven percent of MDwise members surveyed would recommend MDwise to their family and friends. For more information, visit MDwise.org.


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